Operations â Team Lead

Capital.com; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading trading platform based in Dubai seeks a Customer Support Manager to oversee the MENA region's support and onboarding teams. The ideal candidate will have over 5 years in financial services operations and a strong background in client onboarding and payment operations. The role offers competitive salary, generous time off, and comprehensive benefits including workation days.

Benefits

Competitive salary

Work-Life Harmony

Annual performance bonus

Generous time off

Employee referral program

Comprehensive health & pension benefits

Workation days

Volunteer days

Qualifications

• 5+ years of experience in financial services operations with team leadership experience.
• Understanding of client onboarding, payments, and customer support in a regulated environment.
• Experience working under a financial regulatory authority, preferably SCA.

Responsibilities

• Supervise MENA-based customer support and onboarding teams for client service delivery.
• Oversee daily payment operations including client deposit and withdrawal processing.
• Ensure compliance with SCA regulations and conduct operational audits.

Skills

Team leadership

Client onboarding

Payments operations

Stakeholder management

Problem-solving

Job description

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best so we are always in search of the best people to join our ever-growing talented team.

Responsibilities

• Customer Support & Onboarding Supervise the MENA-based customer support and onboarding teams ensuring timely compliant and client‑centric service delivery.
• Ensure all client onboarding activities meet local regulatory (SCA) and group compliance standards.
• Track key metrics including customer satisfaction (CSAT) first response time and onboarding TATs; identify areas for improvement and implement corrective actions.
• Payments Operations Oversee daily payments operations including client deposit and withdrawal processing to ensure accuracy timeliness and regulatory compliance.
• Coordinate with banks PSPs (Payment Service Providers) and internal finance teams to resolve payment issues and enhance client experience.
• Ensure reconciliation of payments and oversight of daily funding flows across client accounts in coordination with the Finance function.
• Regulatory & Process Compliance Ensure operational processes are aligned with SCA regulations policies and global best practices.
• Assist in preparing and reviewing documentation audit requests and regulatory submissions relevant to operational functions.
• Support internal control audits and contribute to continuous improvement of operational risk management processes.

Requirements

• 58 years of experience in financial services operations with a strong track record in team leadership.
• In-depth understanding of client onboarding payments and customer support in a regulated environment.
• Experience working under a financial regulatory authority (SCA experience is highly preferred).
• Proven ability to lead high‑performing teams and manage cross‑functional projects.
• Excellent interpersonal stakeholder management and communication skills.
• Analytical mindset with a proactive hands‑on approach to problem‑solving

What you will get in return :

• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
• Work‑Life Harmony: Join a company that genuinely cares about you because your life outside of work matters just as much as your time on the clock.
• Annual Performance Bonus: Your hard work doesnt go unnoticed! Celebrate your achievements with a well‑deserved annual bonus tied to your performance.
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans weve got your back. Plus location‑specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.

Be a key player at the forefront of the digital assets movement propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent initiative and alongside one of the most brilliant teams in the industry.